Jonathon Bunch Email & Phone Number

Eagan, Mn, Us

Eagan, Mn, Us

• Responsible for all contact center operations teams and all member communications and campaign operations. • Delivered industry leading Net Promoter Scores for the Prime Contact Center and its health plan clients. 42 NPS in 2022 vs Health Insurance Industry Average of 16.• Pioneered and implemented offshore vendor operations for the organization resulting in $1M+ in operational savings in year 1.• Centralized member communications and campaigns operations from across the organization into a single team, streamlining operations and utilizing economies of scale to deliver 99.7% on-time delivery of member communications with 100% accuracy of member data.• Delivered company leading employee engagement scores on bi-annual employee surveys.

Eagan, Mn, Us

• Led successful and safe migration of onsite employees home during COVID with minimal disruption to customer service or performance.

Eagan, Mn, Us

• Assumed full responsibility of all contact center operations, both remote and onsite.• Created a new contact center career path and training strategy that improved the quality and speed to proficiency for our Medicare and Medicaid lines of business.• Engineered and implemented a new revenue-generating concierge outreach program to address the biggest points of member abrasion, resulting in annual revenues of $250k.

Eagan, Mn, Us

• Successfully piloted the first fully remote work team at Prime in 2017 which produced outstanding results, culminating in a finalist nomination for the President Award.• Re-structured contact center vendor contracts from an hourly rate to a cost per model resulting in $Ms in operational savings annually.• Oversaw employee engagement plans that resulted in contact center engagement scores improving from worst in the organization to one of the best.

Seattle, Wa, Us

Responsibilities:• Lead the daily operations of customer service teams in a virtual environment and ensure that Amazon's customer service goals are met and the experience enhances Amazon's reputation.• Identify and eliminate barriers to accuracy, productivity, and quality and work with kaizen improvement teams to innovate and improve processes.• Work with teams to solve complex customer service issues and proactively head off negative service trends through associate development and collaboration with cross-functional teams.Achievements: • Pioneered a new program involving a highly flexible workforce of 2,000 part time associates capable of responding quickly to increased customer demand. Recruited to join the program to help improve team’s performance and close the gap with existing North American customerservice teams. The program was performing at 68% in respect to North American customer service at the outset. Through process improvement and a focus on engagement and performance management, I helped program improve to 98.5% in comparison to North America.• Recruited to help spearhead a new initiative that re-designed leadership and larger teamstructures of 150 associates to reduce cost per contact. Piloted the initiative to achieve a total cost per contact reduction of nearly $6 per contact while achieving higher engagement survey scores and superior quality results.• Led the #1 performing team in Amazon’s world-wide customer service network for Kindle Technical Support.

Minneapolis, Mn, Us

Responsibilities:• Direct the operations of the Inbound and Production Controller departments and ensure performance plans are set, maintained and continuously improved• Establish and maintain effective relationships with peers, team, General Manager and external key stakeholders in order to communicate effectively, collaborate across departments and strategicallyimplement solutions• Collaborate to create self development plans to facilitate leadership skills, mobilize theworkforce and build accountability to increase employee engagement and facilitate growth• Develop and manage department budget to accommodate the needs of team and achievefinancial goals• Strategize and pioneer change management through the implementation, execution and reinforcement of operational projects and improvements• Lead important initiatives for the distribution center including Safety Manager (2008-2012), responsible for leading company safety programs, and Communication Captain (2013), responsible for creating and managing internal communication.

Minneapolis, Mn, Us

Responsibilities:• Direct the daily operations of a high-volume distribution center – the 4th largest distribution center in the Target Corporation • Oversee the performance and coordinate the staffing of more than 600 distribution specialists to ensure peak productivity levels • Manage and routinely assess $20 million budget – regulate spending, consolidate resources, identify cost-savings, eliminate unnecessary expenditures • Consistently seek out innovative strategies to sustain profitability; present and consult senior management on best practices

Minneapolis, Mn, Us

• Directly supervised the development and performance of a 70-person team • Consistently achieved the highest team productivity through elevated leadership and delegations • Generated two successful year-end inventories across operational divisions that yielded 50 percent improvements in error rates from prior years

Arlington, Virginia, Us

• Led the integration of Iraqi Security Forces, local emergency responders and civil agencies into a “coordination center” capable of meeting local security demands and executing joint emergency responses.• Partnered with local security personnel and government leaders to build a security plan for Iraq’s first democratic elections. • Served as a consultant for Iraqi leaders on responsibilities and decision-making.• Awarded the Bronze Star Medal for meritorious service.• Received the Battalion Commander’s Award of Excellence in 2001 for demonstrating outstanding leadership during annual training.• Rated by the Battalion Commander in 1999 as being among the top 10% of Lieutenants he has worked with in over 20 years of service.

Bs, Law, Industrial Engineering

Master Of Business Administration (M.B.A.), Business Administration And Management, General